Service Delivery Manager

American Chemical Society

 

Service Delivery Manager

 

The American Chemical Society is the world?s largest scientific membership association and one of the top ten scientific publishers in the world.  Information Technology is responsible for providing services to Society programs that reach over 158,000 members, and for the publication of over 30 scientific journals, a weekly newsmagazine, and an extensive IT network of over 200 editorial offices, and for a Web Presence of 90+ pages. The Washington IT Program Management Office is responsible for the centralized implementation and governance of key IT processes, procedures, communications, and strategy.  Functions performed by this group include:

? Service Level Agreements

? System Development Life Cycle Methodology

? Knowledge Management

? Work Request Life Cycle Methodology

? Project and Program Management Methodology

? Washington IT Intranet

 

Position Summary

 

The purpose of this position is to manage the Service Level Agreement process for Washington IT.  The position reports to the Manager of the Program Management Office, is responsible for establishing and monitoring ongoing compliance with Service Level Agreements, and works closely with other organizational groups to define and implement appropriate policies and procedures.  This position will also work with IT staff to develop processes that will gather metrics against which performance can be measured, and will lead continuous improvement efforts to ensure that Washington IT staff provide increasingly higher levels of service to the ACS Divisions.

 

Education/Experience/Technological Knowledge

 

Completion of a Bachelor?s degree in Computer Science, Business, Management, or a related discipline and five years experience managing technology services, service management processes and/or business process design and continuous improvement efforts; or an equivalent combination of related training and relevant experience.  Expertise in Knowledge Management, Intranets, and Communications is a plus.  The successful candidate should also possess the following:

? Excellent oral and written communication skills, including the ability to deliver presentations to audiences of different levels and technological sophistication.

? General knowledge and understanding of the ITIL (Information Technology Infrastructure Library) framework and IT service management.  ITIL Foundation Certification and ITIL Practitioner Certification in one or more Service Delivery disciplines preferred.

? The ability to operate on a strategic level and be politically savvy with a good knowledge of the key aspects of business.

? Demonstrated ability to successfully organize and lead process improvements.  Proven ability to influence an organization.

? A broad knowledge of computing environments

? Proficiency in MS Word, Excel, PowerPoint and Outlook.

 

ACS is a drug-free/smoke-free, equal opportunity employer

 

To apply:  please send resume and cover letter to employment@acs.org .  Please reference 06-78 in the subject line.